Senior Tech ServicesAnalyst-T3

1 week ago

Chennai, India RRD GO Creative Full time

Job Title: Senior Technical Support Engineer

Grade: 3 / 4               

Band: Individual Contributor

Location: Polygon

Division: Information Technology           

Team: IT Operations

Position Description: Provide high quality, real-time assistance to the operations team when faced with problems related to networking, operating systems, servers and desktop, which could have an impact on the productivity.

Essential Qualifications: Undergraduate degree or diploma or equivalent in electronics / computer science

Technical Qualifications: MCP (Windows 10), CCNA (additional certification). A very good knowledge of windows platform, networking concepts and desktop management 

Experience: 4+ years of experience in troubleshooting issues related to Hardware, Windows Applications and Operating System

Organization Structure: Report to the Team Lead ? IT Operations 

Work Schedule: Willing to work in any assigned shift (day, night or weekend)

Description of Responsibility

Knowledge & Skills / Competencies

Incident and Request Ticket Management

Able to attend to issues and requests filed in the ticketing system within SLA. Ensures that Sev 1 incident management protocol is being observed

Document Management

These are, but not limited to, the following: Software and Hardware inventories, Trackers, Log Records, Project/Account Documentations, New Solutions to encountered issues, etc

Customer, Vendor and L3 Teams Management and Coordination

Ensure customer satisfaction and avoid escalation from them by proper coordination and by setting right expectation. Coordinate with the vendors promptly when needed. Escalate with the resolving L3 teams proactively to resolve an Infra related issue and/or attend a request that needs their intervention.

Customer service orientation

Familiar with hardware / software components and terminology

Good in using IT Service Management tools (ServiceNow, AD, AV Products, SCCM)

Team player with good oral and written communication skills

Adaptability and flexibility

High values and ethics

Good analytical thinking



Key Areas of Responsibility

·         Configure, Maintain, and deploy company LANs, WANs and Wireless networks including routers, switches, firewalls, wireless access points, load balancers and other related network hardware.

·         Troubleshoot, diagnose, and resolve network problems. Research, analyze and recommend the implementation of software or hardware changes to rectify any network deficiencies or to enhance network performance.

  • Provides support for network connectivity or related network issues for both internal and external customers. Serve as technical resource on a functional basis for the resolution of complex network problems.
  • Participate in various client projects intended to continually improve/upgrade network infrastructures. Regularly interface with technical and business staff and external customers.
  • Analyze network activity and network problems to discover and prevent systematic errors. Recommend network design changes/enhancements for improved systems availability and performance.
  • Assess network performance and bandwidth requirements to ensure that it meets the present and future needs of the business. Provide network planning recommendations to management.
  • Document procedures and keep network diagrams and related materials up to date.
  • Knowledge of commercial enterprise-level tools and products to provide network services, including: Web filtering, DNS, TACACS+, VPN and Infoblox.
  • Ability to work with data center and IT teams to determine space, power and connectivity needs.
  • May be required to work hours other than regular schedules such as nights, weekends and holidays




Requirements

Qualifications

            Minimum Qualifications

§  Bachelor’s degree in IT-related field or equivalent work experience.

§  5 + years’ experience in routing, core switching, Wireless, firewalls, VLAN, VPN, TCP/IP, DNS, DHCP, Monitoring tools, network topologies and Cisco/Aruba network components.

§  Proficient in the following protocols: Eigrp, BGP, HSRP, and VPN.

§  2 + years’ experience in NetScaler or similar load balancing technologies

§  2 + years’ experience in Palo Alto, Managing Prisma VPN solution.

§  Strong understanding of WAN Technologies including MPLS, DS3, Ethernet and broadband

§  Strong understanding of advanced network principles and internet architecture.

§  Excellent customer relations skills.

 

Other Required Qualifications

§  Must be a fluent in the principles of Network Technology, including but not limited to Network Strategies, Carrier offerings design, VPN solutions and Cisco Platforms.

§  Knowledge of Network, Security and load balancing is required.

§  Excellent analytical and problem-solving skills.

§  Understanding of Client /Server and Web Application components.

§  Candidate should have a track record of excellent teamwork, written verbal communications, project management, and process.

·         Cloudgenix SD-WAN, DUO, Cisco TACACS, Cisco ISE, Cisco DNA center

·         Aruba & Cisco Wireless

 

Certification

PCNSC, PCNSE, ACSP, ACSA

 



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